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As long as we’re considering rude behavior, how do we treat customers who are behaving rudely? You probably have an idea. You might think that all humans react in the same way to
rudeness from a customer. But according
to our friends at the Sauder School of Business at the University of British Columbia, customer service employees - read waiters, hotel desk clerks, salespeople - born and raised in North
America will actively sabotage a customer who is rude to them, while customer
service representatives from China withdraw and lose enthusiasm for their jobs. "In North America, employees tend to retaliate against
offensive customers -- doing things like giving bad directions or serving cold
food,” says UBC Sauder School of Business Professor Daniel Skarlicki, a
co-author of the study. “In China,
workers are more likely to reduce the general quality of service they provide
to all customers -- nasty or nice." It appears to be a cultural thing.Although the level of abuse was con…